If an ATM debits your account but gives you no cash—or less than you requested—contact the bank or credit union that issued your card right away. Report an incorrect ATM withdrawal, ask the institution to open an electronic funds transfer (EFT) error investigation, and keep a record of the transaction and every conversation. You can also notify the ATM’s owner, but don’t wait to contact your own institution.
What to do right away
- Call or message your card-issuing bank or credit union. Say that your account was debited for an ATM withdrawal, but the machine dispensed no cash or only part of the amount requested. Ask the institution to open an EFT error investigation and give you a claim or reference number. The FDIC advises contacting the issuing institution even if another bank or company owns the ATM. The CFPB says the Regulation E error-resolution process begins after you report the error. FDIC ATM guidance; CFPB Regulation E FAQ.
- Record the transaction details. Note the date and approximate time, ATM address or identifying information, operator or owner if visible, amount requested, amount actually received, amount debited, any error message, and whether a receipt printed. Keep the receipt, a screenshot or statement showing the debit, and the claim number. The FDIC recommends keeping a record of your conversation; written follow-up can help document what you reported. FDIC ATM guidance.
- Notify the ATM owner too, if practical. The operator may be a different bank or company and could be able to check its machine records. This is an additional step, not a substitute for reporting the problem to the institution that issued your card.
- Follow instructions for written confirmation. Your institution may ask you to confirm an oral report in writing. It must begin investigating promptly after receiving oral notice; it cannot wait for the written confirmation before starting. But if it requests written confirmation and you do not provide it within 10 business days, it may not be required to give provisional credit while the investigation continues. Regulation E, 12 CFR § 1005.11.
- Monitor your account and the investigation. Keep the bank’s written notices and check whether the disputed debit is corrected or provisionally credited. If the institution denies the claim, ask for the information it relied on in making its decision.
How the Regulation E investigation timeline works
For a general reported EFT error, Regulation E sets process deadlines. They are not a guarantee that every claim will be approved or that final funds will arrive on a particular date.
| Stage | General rule |
|---|---|
| Initial investigation | The institution generally has 10 business days after receiving notice to investigate and determine whether an error occurred. |
| If it needs more time | It generally must provisionally credit the account within the initial 10-business-day period, subject to conditions, then may continue investigating for up to 45 days. |
| After the investigation | The institution must report its results within three business days after completing the investigation. |
| If an error is confirmed | It must correct the error within one business day after determining that an error occurred. |
These time limits come from Regulation E and the CFPB’s missing-funds guidance. Provisional credit is conditional, and the institution may continue its investigation after providing it.
Exceptions to the standard periods
Regulation E allows a 20-business-day initial investigation period for specified cases, including qualifying transfers made within 30 days of the first deposit to a new account. The rule also allows up to 90 days to complete investigations for specified foreign, new-account, or point-of-sale debit transactions. The CFPB says the point-of-sale extension does not apply to ATM transactions, even when an ATM is located inside a merchant’s premises. See Regulation E, 12 CFR § 1005.11 for the conditions.
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Describe the problem accurately
CFPB guidance identifies a consumer’s receipt of an incorrect amount of money from an electronic terminal as an EFT error. If the ATM gave you no cash or too little cash but your account shows the withdrawal, report it as an incorrect ATM withdrawal—not simply as a question about your balance. CFPB Regulation E FAQ.
A cash-dispense error is different from an unauthorized withdrawal. For a dispense error, explain what the machine gave you compared with what you requested. If you did not make or authorize the withdrawal, tell the bank that instead and ask how to secure the card or account. CFPB guidance says to report an unauthorized transaction no later than 60 days after the statement showing it was sent. That statement-related period is not a reason to delay reporting an ATM that failed to dispense cash. CFPB missing-funds guidance.
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If the bank denies the claim or does not resolve it
- Ask the institution for the reason for its decision and the information it relied on. Keep copies of your request and the response.
- If direct contact does not resolve the matter, submit a complaint to the CFPB or contact the federal regulator for your bank. The appropriate regulator depends on the institution; the FDIC’s ATM guidance also recommends contacting the issuing institution’s federal regulator if the bank does not resolve the problem.
The available official guidance sets investigation deadlines, but does not establish an average reimbursement time, a claim approval rate, or how often ATM cash-dispense errors happen. The FDIC’s direct ATM advice dates to Spring 2004; the process deadlines described here are grounded in current CFPB guidance and Regulation E.
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